Tag Archives: Digital

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What customers want

What Customers Want, They Get

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Every day there is someone selling something. It is an exchange of what someone else has for what someone else wants. Do customers get what customers want?

Your landscaping is fabulous, who does it for you?

Your car is so shiny, who details it?

Those shoes look awesome, what brand are they and where did you get them?

People Want More

When people see something that they love they want to know more. They want to know who can help them achieve a similar result or how they can get started.

The same is true with what we see on the internet. The posts, the pictures, and the videos. What people love, they want to share, and they want more of it.

What happens when they don’t?

The answer is actually easy. If it isn’t for them, they’ll walk [scroll] away, or else they’ll give it a thumbs down. If they are really unhappy and you’ve touched their emotions they may even fire back.

Digital World

This is our digital world, the digital age. Being polite is often thrown out the window and rudeness has an appeal to some.

Your customers will always let you know too. They may not post something digital, but they might. They may jump on your website, your social media page, or give you a review on Yelp.

Certainly, there will circumstances and situations where there is a misunderstanding, the product features are not understood, or your value proposition isn’t the right message. Some of those are easily fixed, some may linger or spark redesign.

What Customers Want

Customers who let you know what they want, or don’t want, are actually doing you a favor. They are telling you that they are not your market or that what you market needs some work.

If they haven’t digitally defamed you. You should probably thank them. Now you can find the customers who love your product or service, or you can change things making you one-step closer to doing something that really matters.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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digital customer service

Why Digital Customer Service is for You

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You are in a new race: the race for digital excellence. Don’t be alarmed; be happy. Digital customer service is happening for us, not to us.

Things are always changing. We can argue for good, bad, or somewhere in between. Change often makes people feel uneasy, nervous, and afraid. From generation to generation, things are changing.

Generational Differences

Generational shifts happen for a combination of reasons. In our modern history, we can attribute these shifts to some combination of three factors, major socioeconomic shifts, technology, and times of war.

You can clearly see the shifting and weaving of these patterns when you consider the five generations we currently have active in our workforce.

Going Digital

What changes are affecting customer service? One of the biggest may be the digital revolution.

Digital isn’t new, but the rapid rate of implementation is causing a significant shift. Things are going digital. How will digital impact you?

Digital Customer Service

When it comes to customer service, here are three of many areas to consider:

  1. Security. You go through a finger print reader at Epcot, and your boarding pass for airline travel is a QR code on your telephone. The face of security is changing. Not only are video surveillance cameras installed in many public places, but they are also improving the customer experience with speed, safety, and comfort.
  2. World of Mouth. Sales and customer service experts know both the benefits and dangers of word of mouth. Today we have to face the risks and rewards of world of mouth with social media. Accept it or deny it, social media data impacts revenues and success. Ignore it, and get left behind.
  3. Access to Choices. Do you want to engage tech-savvy customers and especially those representing the millennial and Gen Z populations? Start thinking more about mobile technologies, smart phones, and downloadable apps. Fast, easy, and with better features, this is the future of customer service.

Going Digital

Most of all, remember that change is happening all around us. As a result, if you want the best customer experience, you might have to think more digitally. Consider your choices, be innovative, and always consider your target market.

It is all happening for you.


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Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect,Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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